FAQ's

To get an accurate obligation-free shipping quote, please enter your personal details at the checkout prior to making payment (at the next step). If you are not happy with the quote, you can simply back out, or close the page.

The Shipping Calculator occasionally fails to produce a quote for shipping. This can occur for a number of reasons:

- Entering your address incorrectly: Please try entering your details differently. You may need to enter your suburb into the 'City' field - rather than your nearest, or capital city. You may have entered information into the wrong fields.

- New Addresses/Estates: The shipping calculator will auto-populate known addresses and may reject unknown addresses that are new to Google. If your address is rejected and you have tried entering your details in differently (as per the previous point above) and you do live in a new area, you may contact us for a manual quote through our courier. When this occurs, we will ask you to purchase your furniture via the website and direct transfer funds to cover your shipping costs.

- Technical Issues: We may ask you to wait for our Shipping Calculator to be fixed before you place your order, if/when we are experiencing any technical difficulties that prevent you from adding shipping. Please note, we do not offer free shipping if we are experiencing any technical issues and you happened to place your order without paying for shipping. If you are not wanting to pay for shipping, we will offer you a refund.

Please check the 'Product Availability' link on the Product Page before you order, to find information about the availability of our stock. Some products may be purchased as a Pre-Order and in these cases there is a waiting period before we can ship your order.

Once stock becomes available, we will send you an email with a tracking link prior to the delivery of your goods (if you select Shipping at the checkout). 

Please ensure to include correct contact details at the checkout so we can email you or call you to inform you about collection or delivery of your order. 

Our carrier of choice is TNT. Our shipping calculator provides quotes under "Shipping + Warranty" and "Overnight Express" from TNT. We may trial other carriers from time to time and these will appear as additional options at the checkout. 

Yes - when you ship with our chosen carrier (TNT) your goods are covered by warranty. This will protect you from any major damage that occurs in shipping. However, we rarely experience any damages.

The warranty cover protects you for major damages, such as when the item is dropped and majorly damaged or broken, or there is a large hole that pierces through a box and into the furniture. The warranty cover is not for minor damages such as scratches or chips or indents however, the furniture is packaged in layers of cardboard, foam and a foamy tissue paper to prevent movement or any contact between pieces inside the boxes that may cause such marks. 

The warranty also covers you for loss in transit however, this does not extend to theft that could occur after the order has been delivered. Please ensure you arrange to be at home, or have a friend or family member at home on the day of delivery - you will receive a tracking link so you will know approximately when delivery is going to occur.

In our years of experience with TNT, we have had damage occur in transit on only two occasions. If damage does occur, we use warranty cover to replace items. 

We will ask you to take lots of photos of the damage including to the packaging before you open the boxes. We will submit a warranty claim to TNT and then we will work with you and them to resolve the problem. This will entail a refund, replacement or repair - depending on the type of damage, extent of damage, location of the damage and so on. We will ensure that damages are resolved to our customer's satisfaction. 

Please contact us via our Enquiry web form or email us directly for service@cloud9babybedrooms.com.au if you have any questions, or you require clarification of any of our Shipping FAQ's.

We also welcome your feedback if you would like to offer any suggestions for improvements to our Shipping procedures.

Yes. All of the items are exactly the same colour. They are manufactured in the same factory and made with the same materials and coatings including paints and varnishes. Some of our items may appear to be different colours on our website due to being photographed in different environments with slightly different lighting, or with different cameras and by different photographers etc.

Seems like an odd question, however it is a valid one when shopping online!

Yes. The white furniture is 'white'. It may appear off-white, grey, cream coloured etc in some of the photos used on our website due to differences in lighting, in cameras and some customer photos may have been edited with filters also.

Rest assured, the furniture is pure white. 

All of our timber nursery furniture uses non-toxic paint and finishes to ensure your baby's safety if they happen to chew and ingest the paint or varnish. This means the paint we use is a water based enamel - not an oil based enamel (aka toxic paint). In order to prolong the life and care for the paint work on your furniture please keep moisture away from the paint. Do not wash down with water, or chemicals, or abrasives etc., simply spot clean with a damp (near-dry) cloth to remove any marks and dust your furniture regularly with a dry rag or feather duster.

It depends on which cot you purchase:

The 5 in 1 Sleigh Cot has a drop side rail at the front, so you can lower the side when lifting your baby in and out of the cot.

The Modern Cot does not have a drop side rail however, this is a lower cot and it does not need a drop side rail.

Yes. All of our cots have a high mattress base or newborn position and a low mattress base for your older baby and toddler. 

It depends on which cot you purchase. 

The Modern Cot lower bed base is closer to the ground than the 5 in 1 Sleigh Cot bed base - so a toddler rail is not needed for the Modern Cot and therefore is not included with this cot.

A toddler rail conversion kit is included in the 5 in 1 Sleigh Cot box. A good place to store it is underneath or behind the cot until you need it.

We are very approachable here at Cloud 9 Baby Bedrooms and we're open to answering any question you may have. If you think there's an important question that we've missed here, we always welcome customer feedback - simply email us for service@cloud9babybedrooms.com.au or call us on 0428847539.  

All pre-order arrival dates are an ETA (Estimated Time of Arrival). At the current time, our stock is selling out 2-3 months before it arrives. Although we receive stock on a monthly basis, it is all sold before it arrives.

Once Pre-Ordered stock arrives to Brisbane Port it goes through a number of hands before it reaches us. First the container is unloaded off the ship with a crane. 

The container may (or may not) be selected for inspection by Customs Border Protection. This can delay us by 1 or 2 days, however we have had many containers inspected - so this does not always occur but it can occur randomly. 

The container is then slotted (given a time) for collection by the truck drivers who transport containers. Our logistics company arranges the customs process, as well as the delivery of the container of our pre-ordered stock to our warehouse. 

The timing of these processes are out of our control. We have no power to speed up the process - however, it generally only takes 3 days. If customs inspect our containers, it generally adds 1 or 2 days to our wait.

Once the container has been delivered to our warehouse it must be unloaded and then dispatched ASAP. It usually takes many truckloads across 5-10 days to dispatch all orders and we do this in order of purchase - where our earlier orders are dispatched first.